Strategic Escalation Resolution Specialist
Job Description
In this high-visibility role, you will lead the resolution of critical customer issues by forming and managing cross-functional teams. Your expertise in issue intake, scope, priority, exit criteria, and process management will drive streamlined escalation resolution.
You will be responsible for:
* Driving clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
* Engaging and leading cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Maintaining and improving procedures for customer and field personnel for escalation handling
* Handling direct customer leadership and technical audiences as appropriate
* Expediting resolution through effective communication and reporting
* Identifying systemic and pervasive issues related to products and/or processes and driving actions to prevent future problems
* Risk management and problem mitigation through timely decisions from both business and technical perspectives
* Retrospective and preventive measures to improve the process/system/product
Required Skills and Qualifications
To succeed in this role, you must have:
* Fully fluent in Portuguese, English, and Spanish both written and verbal
* 10+ years of customer-facing sales and/or service delivery roles
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators
* Program/project management skills, including experience with tools like Salesforce, Asana, Tableau, JIRA, and SLA/SLO/Milestones paradigm
* Strong capacity for influencing, negotiating, and delegating efforts
* Leadership and communication skills, with ability to effectively lead and motivate a team of cross-functional professionals
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences
* Experience with Networking/Security Products, knowledge of LAN/WAN technologies, and general routing/switching/security for both branch and data center architectures
Benefits
This role offers a unique opportunity to work in a fast-paced, challenging environment with global customers. You will be part of a dedicated team that drives continuous learnings and efficiency into Escalation Management and Product Lifecycle.
Others
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us.
We celebrate diversity in our workplace and welcome applications from all qualified candidates. All your information will be kept confidential according to EEO guidelines.
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